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Sending Messages

As an agent, you can respond to customers across different communication channels from a single text input area in the Unified Inbox. This guide explains rich text formatting, quick templates, and channel constraints when sending messages.

The Message Editor

At the bottom of the conversation pane, you will find the text composer. It adapts based on the active conversation's channel:

+-----------------------------------------------------------+
| [ B ] [ I ] [ Link ] [ Template ] [ Attach File ]         |
|-----------------------------------------------------------|
| Type your message here...                                 |
|                                                           |
|                                         [ Send Response ] |
+-----------------------------------------------------------+

1. Rich Text Formatting

Depending on the channel, your formatting is rendered dynamically:

  • Email: Full rich-text rendering. Bold (**text**), italics (*text*), bullet points, and hyperlinks are fully supported.
  • WhatsApp: Text formatting translates to WhatsApp formatting automatically:
    • *bold* becomes bold
    • _italics_ becomes italics
    • ~strikethrough~ becomes strikethrough
  • SMS: SMS does not support rich formatting or links. Hyperlinks will be converted to plain text URLs, and bold/italic indicators are ignored.

2. Using Templates (Saved Replies)

To save time, you can insert pre-written replies (called Templates in Omnix):

  1. Click the Template (bolt icon) button below the composer.
  2. Search or select from the list of templates.
  3. The variables (like {{contact.firstName}} or {{agent.firstName}}) will resolve automatically based on the conversation context.
  4. Review the message and click Send.

Note on WhatsApp templates: If you are messaging a contact on WhatsApp outside the 24-hour customer service window, you must use an approved WhatsApp Template. The composer will restrict you from sending free-form text and prompt you to select a template.

3. Attachments and Media

You can attach files (such as invoice PDFs or screenshot PNGs) by clicking the Attach File (paperclip) icon:

  • Email: Sent as standard email attachments.
  • WhatsApp / Web Chat: Rendered inline as images or downloadable document links.
  • SMS: Supported via Twilio MMS (images only, size limit is 5MB).